With 8 contact centers on 4 continents, there was little integration among the company’s multiple contact centers and platforms
With 8 contact centers on 4 continents, there was little integration among the company’s multiple contact centers and platforms
2 PagesThe Background. The Challenges. The Solution. This IT management company delivers software that helps customers master the complexity of IT. From mainframe to cloud to mobile, the company pairs high-speed digital innovation with robust IT industrialization — allowing their customers to provide amazing user experiences with optimized IT performance, cost, compliance and productivity. The company has approximately 6,000 employees that serve 16,000 clients in 120 countries and 100+ agents handling both internal with external support. With 8 contact centers on 4 continents, there was little integration among the company’s multiple contact centers and platforms, which led to a discontinuity in handling contacts and a lack of call metrics. This corporate/IT initiative was to m
